AT&T Labs Research — Leading Invention, Driving Innovation

CHI Scan (Computer Human Interaction Scan) is a real-time, web-based investigative tool for analyzing call data and customer information in an IVR system, both for DMTF and ASR (automatic speech recognition). Its interactive, graphical interface makes it easy to access data about calls, outcomes, prompts, and customers, and navigate easily from high-level summary information down to a single call with its associated audio and transcript (if available).

Data from log files, customer databases, and other sources can be sorted, filtered, and arranged as needed, often making it unnecessary to export data to create custom reports. Data can be arranged in tables and graphs and then compared to other time periods to identify trends and patterns. Plots of calls through the system visually show the most common or uncommon paths.

The data is continually monitored and compared against a model of the data to identify and flag unexpected events for further investigation.

CHI Scan enables users to easily perform the following tasks, even when daily call volume exceeds 1 million:

• Analyze call flow into and out of a prompt

• List details about calls, prompt responses, outcomes

• View and compare statistics using bar graphs

• View trends and locate aberrations

• Analyze individual calls in detail and listen to audio when provided